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The Key To Building A Future-Proof Company

Travel is roaring back—is your customer support ready?

After more than two years of lockdowns and social distancing, consumers are once again taking to the skies, roads, rails, and sea to make up for lost time. Excellent customer support is a critical part of travel and hospitality.

Business intelligence vs. predictive analytics: How to use the right approach

Think fast: What is the difference between business intelligence and predictive analytics and why does it matter? While many companies use these tools to better utilise the big data at their disposal, a quick Google search shows that these are still common questions.

CX Can Transform Your Customer Relationship Over Decades

Last year I posted an article here about how I felt that the design of modern customer experience (CX) solutions resembles conducting an orchestra. I was thinking about this article again when I heard Ivan Kotzev from Nelson Hall, talking on the CX Pod Europe. Ivan is a great CX thinker.

Captive contact centre vs. outsourcing: The most overlooked part of retail CX

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact centre. Contact centres are often where customers directly interact with a brand, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good.

Omnichannel vs. multichannel Contact Centre: Knowing the difference is critical to customer support success

When it comes to customer service, customers expect fast and accurate support through the channel of their choice. It’s up to businesses to figure out how to best meet those expectations. This typically means choosing between omnichannel versus multichannel support.

Avoid these 3 common mistakes when it comes to average handle time vs. average talk time

For many brands, average handle time (AHT) and average talk time have traditionally been extremely important metrics. The quicker an associate can resolve a customer issue or question, the better the customer experience – or so we thought.

Struggling to become digital-first? It’s time to rethink first call resolution vs. first contact resolution

Digital-first: it’s top of mind for many brands that want to meet modern customers’ demands and keep up with (and surpass) competitors. Yet many companies still aren’t grasping what the concept truly means.

CX Pod Europe: Building A New Contact Centre During Covid

I was recently invited to be a guest on the TTEC EMEA CX Pod Europe - the TTEC EMEA podcast that focuses on ideas and thought leadership focused on cus-tomer service and experience.

Inbound vs. outbound contact centre: The right CX destination

Contact centres are built around conversations, and like any good discussion there must be a purpose. Customers expect their experiences with a contact centre to be easy and effective, brands need to deliver on these expectations with the right people and technology.

Let’s explore how two common types of contact centres, inbound and outbound, require the right mix of empathy and innovation to increase satisfaction and loyalty.

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